100,000+ customers

Case Studies

“AlphaBlues has made our customer service even more efficient with their artificial intelligence based solution“

– Lauri Haav, Head of Customer Loyalty, Monese Digital-Only Bank

Business IssueMonese is a revolutionary neo-bank founded with the ambitious goal of building a global instant-open bank account for the on-demand age. Monese was born from its founder’s painful experience when he was denied a bank account when he moved to the UK. With the Monese app, customers from all over Europe can open a bank account in as little as 120 seconds, free from the hidden fees and restrictions that legacy banks impose. Monese was the first 100{cf92d4a6d2abd5b9ab29b3483292f2d50b13fe48fe3986077558ece5236f4146} mobile bank account to ever launch in the UK. The company’s customer base is fast approaching six digits and customers are moving over 0.5€ billion annually. To handle the increasing amount of customer service requests from a growing customer base, Monese was looking to automate its core customer service chat.

SolutionTo manage customer support more efficiently, AlphaBlues deployed its Virtual Customer Assistant (VCA) technology into Monese in-app customer support chat. The artificial intelligence based VCA was made the front-line customer service representative for the thousands of customer support requests each month. It was trained to automatically handle natural language and specific questions that customers have about Monese and its services.

Results

The Virtual Customer Assistant has had thousands of conversations with customers.

The VCA has autonomously solved (i.e. without any human help) more than 15{cf92d4a6d2abd5b9ab29b3483292f2d50b13fe48fe3986077558ece5236f4146} of the customer service requests it has encountered.

It works 24/7 and is available during off-hours with an instantaneous response time. The solution provides instant alerts to customer requests in case of urgent updates and service announcements.

Business IssueLHV Group is the largest domestic financial group and capital provider in Estonia that is currently holding 2 billion euros of Estonian assets. LHV Group’s key subsidiaries are AS LHV Pank and AS LHV Varahaldus. LHV has representative offices in Tallinn and Tartu. The company employs over 300 people and has more than 5000 investors. LHV Bank services are used by more than 120,000 customers. Pension funds managed by LHV have over 175,000 customers and are the second largest in Estonia by volume. The company is one of the most innovative banks in the region and was looking for a new and efficient way to engage with their customers 24/7.

SolutionTo bring their customer service into the messaging era, LHV turned to AlphaBlues and its Virtual Customer Assistant (VCA) technology. AlphaBlues worked with the bank to integrate their customer service knowledge base with hundreds of topics and intents into the VCA which was launched through the bank’s Facebook page onto Facebook Messenger. Artificial intelligence based training was used to increase the relevancy and accuracy of the VCA in order to allow for more self-service by the bank’s customers. The VCA was given a friendly persona and it was taught to understand free text and natural language so as to be able to help people with the wide variety of questions they might have.

Results

During the first weeks of the launch the Virtual Customer Assistant already handled more than a thousand customer conversations.

More than 50 percent of the users have rated their experience with the VCA as useful and helpful in providing the answers they were looking for.

The solution is available 24/7 and also during regular customer service off-hours providing automatic support to customers.

Business IssueLattelecom is a dynamic and innovative company on a mission to bridge the gap between technology and the individual. They are one of the biggest companies in Latvia employing more than 1500 people. Among other business lines the company operates one of the largest electronics e-commerce stores in Latvia that sells smartphones, TVs, computers and other electronic devices. The company was looking for a solution how to increase the engagement and conversion rates of their customers during the Christmas holiday shopping period.

SolutionTo provide their e-shop users with a new experience, Lattelecom turned to AlphaBlues and its Virtual Customer Assistant (VCA) technology. AlphaBlues worked with Lattelecom to create a chat-based virtual customer assistant to help users in purchasing products. The assistant, named Anete, was put on the main page of the e-shop as a chat icon. Users could click on the chat icon and immediately see the numerous ways how Anete could help them. They could browse for products for the family as Anete suggested top gift recommendations for husbands, wives, kids and friends. They could also pick the best selling gifts based on product categories (e.g. phones, TVs, computers) or browse products with the lowest price. In addition Anete helped answers questions regarding tracking the ordered package and ways how to lease products.

Results

During the Christmas shopping period in the second half of December, more than 4,500 users engaged with the virtual customer assistant.

Users who engaged with the virtual assistant were on average 260{cf92d4a6d2abd5b9ab29b3483292f2d50b13fe48fe3986077558ece5236f4146} more likely to buy products on the website than those who did not engage with the virtual assistant.

Users who clicked on products recommended by the virtual assistant were on average 380{cf92d4a6d2abd5b9ab29b3483292f2d50b13fe48fe3986077558ece5236f4146} more likely to buy products than those who did not engage with the virtual assistant.

How We Work With Customers

01

Plan Your Virtual Assistant

Before starting to build the Virtual Assistant you should decide what is the business case. Is it for customer service? Is it for sales? Form filling? Or it can also be all of the above.

02

Existing Chat Data Analysis

If you have existing chat or email data (as .txt, .csv) we can use that to train the Natural Language Processing algorithms specifically for your Virtual Assistant. This speeds up the learning process.

03

We build the Virtual Assistant

We build the Virtual Assistant on our AlphaAI™ Platform – answering logic, language understanding, integration to your systems through our API. From you we only need intents and text answers for each intent.

04

Deployment

We deploy the Virtual Assistant where ever you want it to be – your website, mobile app, Facebook page or Slack. Your IT can relax, deployment is usually just a line of JavaScript.

05

Virtual Assistant answers customer queries

The Virtual Assistant is the first to respond to your customer queries 24/7. It understands natural language in any European language and solves customer problems without human help.

06

Modify the Virtual Assistant yourself

You can use our AlphaAI™ Platform to easily tweak the Virtual Assistant. You can change existing intents and answers, structure and train the Natural Language Understanding yourself.

07

Handover to human agents in AlphaChat™

If the Virtual Assistant gets stuck, the conversation is automatically forwarded to AlphaChat™, our live chat system. The Virtual Assistant intelligently routes customer queries to the correct human agent to handle the case.

08

Virtual Assistant learns automatically

As human agents answer customer queries, the Virtual Assistant observes the answers and automatically learns from them. This decreases the need for additional separate manual training.

09

End-to-end conversation statistics

See detailed statistics about the whole automation pipeline – from Virtual Assistant performance and conversation close rates to human agent responsiveness and customer satisfaction.

All Standard Chat Features.

Technology

Custom AI and NLU with an ensemble algorithms. Confidence scores, thresholds and intent detection in all European languages.

Semantics based models built to work with very limited and small datasets.

Outperforms traditional token based models.

Works in parallel with other methods to boost text understanding accuracy.

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Our Partners

AlphaBlues is AWS Select Technology Partner.

Amazon Web Services is the leading cloud service provider globally. AlphaBlues is certified AWS Technical Partner which gives us deep competence and wide insight in building and running custom solutions on the AWS infrastructure. Our team is verified by AWS technical standards and we can assist you with your digital transformation and virtual assistant needs in the cloud. Read more here.

AlphaBlues is part of the PwC Startup Collider program.

The aim is to work with the PwC team in Poland and CEE on joint customer projects. The program chose 12 technological startups from the European region and AlphaBlues was one of them. The companies were selected out of 300 applicants to partner with PwC in Poland to expand their product offering in Central Europe. Read more here.

AlphaBlues is part of the NVIDIA AI startup program.

The program nurtures dedicated and exceptional startups who are revolutionizing industries with advances in Artificial Intelligence and data science. This virtual accelerator program helps startups during critical stages of product development, prototyping, and deployment. We were also one of the few startups in the program that took part of the Deep Learning Summit in San Francisco in 2018. Read more here.

Join Our Team

We’re the leading Artificial Intelligence company in the region with deep skills in Natural Language Processing and chat automation. Our product enables automating customer service chat. It is already used by major banks and telecom companies in the Baltics and Europe. We are expanding and are seeking for talented individuals like you to join.

Why you should careIt’s up to you. If you have interest in AI and front end development, this is your chance. We’ve got practical experience in deploying machine and deep learning systems to enterprise customers and know the ins and outs of our world. You get to learn from the best in a minimally bureaucratic environment with emphasis on delivering results.

What we expect from you

Experience developing in JavaScript is required. Experience with other JS frameworks (React) is a bonus.

Experience with Python and MongoDB is a plus.

That you are an independent thinker that can look at the big picture and find best ways of achieving goals.

Ability to work with minimal supervision.

Enthusiasm and drive.

What you get in returnSatisfaction. No, for real. You get to work apply your skills in a no-nonsense environment and have major impact on the product and the millions of users that use it. In addition Tallinn city center office with great views and flexible work environment.